In this episode of Customer Service Secrets, we talk with Steve Richards, co-founder of ExecVision. Throughout his career, Steve has been committed to helping companies understand the data behind customer service calls and developing strategies for a continuous improvement around the actual interaction that is happening with the customer. Listen to the full podcast for his valuable insights on the steps to an effective customer service call and how to make sure your agents have the resources they need to improve their performance. Steve’s Background 1:04What is Broken in Customer Experience 2:15How are People Thinking out of the Box? 8:08How to Be Successful with Calls 14:30“Why do you measure a sprinter? Why do you time a skier? And the answer is to improve performance… It’s funny, I’ll get caught in this, where you start measuring to measure and you’re not actually looking at how it can affect the ultimate performance.” 3:45